Remember when you said you wanted to make a difference? Here is your chance.

Passionate about providing outstanding and high-quality service to patients and their family members?Come join our team!

The Patient Access Service Supervisor is accountable to the Patient Access Manager or Director and is responsible for the daily planning, organizing and supervising of the operations for assigned areas, in order to meet the needs of all customers and support Medical Center philosophies. The Supervisor serves as liaison with medical staff and other personnel, promotes maximum growth and development of each employee, participates in strategic planning, both long and short terms and assures patient advocacy. The Supervisor guides staff in meeting customer's needs consistent with the Medical Center's philosophy, mission, vision and strategic plan. The Supervisor is responsible for contributing to the overall achievement of Patient Services goals.

Primary Duties & Responsibilities

• Contributes and collaborates with team members to develop & maintain effective and efficient workflows, job aids, policy and procedures as they relate to Scheduling, Referrals, Financial Clearance, Registration, and Revenue Cycle processes
• Monitors, coordinates, and supervises the daily operations and staffing schedule of assigned unit(s) to provide appropriate resources to meet department needs and projects. Adjust staff schedules accordingly.
• Supervises clerical and administrative support staff. Interviews and recommends the hire of new staff. Trains staff and conducts in-services, evaluates performance, recommends merit increases, counsels and effectively administers constructive corrective discipline and recommends termination when appropriate. Maintains accurate and complete documentation in employee’s personnel file.
• Evaluate operational and quality needs and implementing training and workflow enhancements to gain efficiencies, improve customer service and ensure high levels of data integrity and quality standards.
• Administers and coordinates human resources and payroll functions for the department. Intervenes and resolves personnel and payroll issues, interfacing with HR and Payroll as necessary. May manage the SDAN system.
• Responsible for performing quality measures, monitoring of reports and monthly statements. Develop quality monitors to ensure department goals are being met. Implementing appropriate measures to monitor and track quality, productivity, and improvements. Responsible for monthly reporting of Key Performance Indicators.
• Functions as a positive, creative and effective leader, actively participating in performance improvement activities and consulting in implementation of education programs
• Ensures compliance with all federal, state and municipal laws, regulations and ordinances Maintains & ensures ongoing staff compliance with established Medical Center and department policies, procedures and protocols.
• Recognizes the worth of their human resources & uses them effectively. Maintains positive work climate, ensures appropriate staff education, promotes environment that fosters self-directed staff, assists employees to develop and contribute to the organization and applies human resource policies fairly and consistently
• Assumes fiscal responsibility for the unit including assisting with unit budget preparation, labor and supply cost management and revenue enhancement
• Interfaces with departments and entities within and outside Cedars-Sinai Health System in resolving workflow issues and processes flows.
• Reviews, monitors and reports overall productivity and service quality indicator
• Holds regular staff meetings, communicate information, new policies, practices & procedures, follows up on questions or concerns raised at staff meetings.

Department-Specific & Supervisory Responsibilities

• Supervises call center staff. Monitors calls to ensure exceptional customer service provided, manages staff schedules to ensure staffing levels support call volume, and identifies training opportunities for staff.
• Serves as the leadership liaison to patients, callers, and physicians and is accountable for the administration of all process problems/changes, adjusting workflow relative to call center operations.
• Creates and monitors weekly reports for all KPIs and meet monthly with all clients and staff to review, educate and share improvements and opportunities.
• Conducts quarterly on-site visits to clients that are supported by the call team to enhance and maintain relationships, perform observations and look for opportunities.
• Collaborates to problem solve and make decisions to achieve desired outcomes
• Establishes effective working relationships with cross-functional team(s)
• Cultivates and maintains strong customer relationships and rapport with stakeholders and/or client groups
• Ensures practices and procedures are inclusive of interpersonal and cultural diversity
• Plans, leads, and directs work of staff to ensure goals and objectives are completed within established budget and deadlines are met.
• Supervises the day-to-day work of employees, assigns work, ensures tasks are completed.
• Responsible for hiring, onboarding, managing schedules, personnel actions, performance reviews, and performance improvement plans.

Qualifications:

• High School Diploma/GED required. Bachelor's Degree in Business Administration, Finance, Accounting or other related degree preferred.
• Three (3) years of experience a in healthcare delivery system with knowledge of ICD10 coding, call center and charge master lists required.
• Two (2) years of lead or supervisory experience preferred.
• Call center management experience a strong plus.
• Strong customer service focus and excellent communications skills required.